As the clouds of a recession dissipate, companies are ready to invest in software and systems that will help increase operational efficiency, boost agent performance and improve the customer experience. According to this TMCnet article, some organizations will continue to try to get as much mileage as they can out of their existing hardware and systems and improve call center operations to stay competitive.
"As a result of integrating newer systems with legacy systems, contact center complexity becomes greatly increased, requiring increased focus on monitoring, maintaining and troubleshooting disparate systems and getting them to operate smoothly in unison. This, in turn, can distract from what is really important: The quality of the agent/customer interaction and the overall customer experience.
"Whats more, having your call center agents use multiple applications made by different vendors some 'legacy,' some new makes agent training challenging. Even after agents are trained very often it still slows or hinders the customer experience. In this case, every application an agent uses has a different interface or it must be accessed in a different way."